POSITION SUMMARY

Under the direction of the Member Services Supervisor, the Customer Service & Billing Representative II learns the organization, operation and services of the cooperative, including related local, state and federal regulations and applies that knowledge to perform the functions of the position to benefit the cooperative and its membership.

ESSENTIAL FUNCTIONS

  • Maintain working knowledge of Cooperative rates, rules, regulations, programs, and company policy to provide answers to member inquires.

  • Greets and routes visitors through face to face, phone, fax, US mail and electronic mail contacts. Operates telephone system, takes messages and performs miscellaneous secretarial and clerical tasks. 

  • Assists with processing customer payments via mail, drop box, in person and electronically in the form of cash, checks, money orders, credit/debit card charge transactions, and ACH. Counts money to verify amounts, disburses funds, receipts and records monetary transactions. Compiles collection, disbursement, and bank-reconciliation reports. 

  • Assists with processing late payment delinquent notices, penalty interest charges, and final notice of intent to disconnect for non-payment by making phone calls or completing letters and doorhangers.

  • Performs clerical tasks for department. Answers telephone, handles mail, maintains consumer files, office supplies, service order requests and records, member-consumer records and information, deposits, fees or other files and records, including data entry and scanning.  Prepares routine correspondence.

  • Utilizes office equipment including computers, printers, scanners and supporting word processing, spreadsheet and database applications and utility software to complete required tasks.

  • Receives and records service trouble calls, notifying or dispatching operations department employees as needed.  Maintains radio contact with field crew, recording radio communications.  Communicates as needed with dispatch service.

  • Responds to customer's inquiries or complaints regarding the organization's products or services. Determines best method to resolve problems to ensure customer satisfaction following the organization's policies; requires working knowledge of all customer related software and applications. Coordinates problem resolution with appropriate departments. Informs customers of standard procedures or resolution of problem. Follows up to ensure customer satisfaction.

  • Responsible for maximizing the recovery of lost revenue on uncollectible accounts, bankruptcies, and theft of service.  Monitor quality and compliance of collection policies and procedures. 

  • Assists with patronage capital credit processes.

  • Executes, monitors and reviews billing of member accounts to ensure the accuracy and integrity of billing data.  Provides accurate and complete billing reports to ensure the accuracy of accounts receivable.  Responsible for adjustments/corrected bills.  Responsible for verifying accuracy of meter register modes, rate schedules and other related settings.  Understands and able to explain all aspects of billing utility meters, including demand, time of use and net meters and various rate schedules.

  • Monitors the Meter Data Management (MDM) System, performing daily reports and ensuring all reads are valid.  Analyzes MDM data to report as needed on meters/accounts. Interacts with the operations department to identify communication issues with AMI/AMR meters. 

  • Work closely with supervisor to assist with marketing, communications, energy efficiency programs and services, events, audits, department reports and department projects.

  • Provides company-wide and departmental clerical and administrative support as directed.

ESSENTIAL QUALIFICATIONS

  • Must have excellent verbal and written communication skills with ability to handle confidential information and effectively work with employees and management.

  • Must demonstrate professional and friendly attitude in all customer service situations to maintain a favorable public image for the cooperative.

  • Must have excellent organizational and time management skills to accomplish all daily tasks required and meet changing priorities and deadlines. 

  • Excellent math skills preferred; must be able to count back change from cash payments.

  • Ability to complete assignments under steady pressure, with frequent interruptions and adapt to changing procedures and technologies.

  • Must be able to analyze accounts to properly explain cost, fees, etc. in a manner that can be understood.

  • Must be able to use office technology, such as Microsoft Word, Excel and Outlook, with proficient typing skills using the traditional keyboard and calculator.

  • Must possess a current New Mexico driver’s license and an insurable driving record. 

  • Must possess excellent judgement, analysis, and project management skills.

  • Knowledge of database report writing, such as Crystal Reports, is preferred.

  • Knowledge of the operations of a rural electric cooperative and the applicable financial, administrative, and rules and regulatory standards that control the operations is preferred. 

  • Highly self-motivated and directed, with highest level of attention to detail with the ability to plan and organize work to meet changing priorities and deadlines.  Learn and apply new information and skills to adapt to changing procedures and technologies.

  • Must possess a current New Mexico driver’s license and an insurable driving record. 

EDUCATION / EXPERIENCE REQUIREMENTS

  • High school education or equivalent.

  • Related experience in a business office environment, utility, and/or the customer service and billing field is preferred.

PHYSICAL REQUIREMENTS

  • Must pass pre-employment physical and drug screening test.

  • Must be able to lift, push, or pull 25 pounds, and duties may entail walking, stooping, crawling, climbing, kneeling, and working in awkward positions and enclosed spaces.

WORK CONDITIONS

  • Work primarily in an office environment but may include trips to field locations.

  • Occasional travel for training and meetings may be required.

  • May require participation in Cooperative sponsored events and activities.

  • May require regularly working long days to meet deadlines.

This position is non-exempt under the provisions of the Fair Labor Standards Act and is subject to the Cooperative’s policies and procedures pertaining to overtime hours and pay.